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L2 Field Services Engineer

2 weeks ago

Wellington, Wellington, New Zealand Ntt Data, Inc. Full time

Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible.
We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society.
Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.Your day at NTT DATAThe Field Services Engineer (L2) is responsible for providing a managed service to clients to ensure that their infrastructure remains operational through proactively monitoring, identifying, investigating, and resolving incidents, service requests, and alerts.
The primary objective of this role is to proactively review client requests or tickets and apply technical/process knowledge to resolve them without breaching service level agreement (SLA).
This role focuses on second-line support for incidents and requests with a medium level of complexity to ensure the smooth operation and optimisation of clients' infrastructure and services.This role may also contribute to/support on project work as and when required.What You'll Be DoingKey Roles and Responsibilities:Proactively monitors the work queuesPerforms operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLAUpdates tickets with resolution tasks performedIdentifies, investigates, analyses issues and errors prior to or when they occur, and logs all such incidents in a timely mannerCaptures all required and relevant information for immediate resolutionProvides second level support to all incidents, requests and identifies the root cause of incidents and problemsProvides second level support onboard clients' ships, including sailings on a rotating rosterCommunicates with other teams and clients for extending supportExecutes changes with clear identification of risks and mitigation plans to be captured into the change recordFollows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shiftEscalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to managementWorks with automation teams for effort optimization and automating routine tasksCoaches Service Desk and L1 teams for technical and behavioural skillsEstablishes monitoring for client infrastructureIdentifies problems and errors before they impact a client's serviceLeads and manages all initial client escalation for operational issuesContributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration ItemsEnsures all changes are carried out with proper change approvalsPlans and executes approved maintenance activitiesAudits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articlesProduces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effortMay also contribute to/support on project work as and when requiredMay work on implementing and delivering Disaster Recovery functions and testsKnowledge, Skills and Attributes:Ability to communicate and work across different cultures and social groupsAbility to plan activities and projects well in advance, and takes into account possible changing circumstancesAbility to maintain a positive outlook at workAbility to work well in a pressurized environmentAbility to work hard and put in longer hours when it is necessaryAbility to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interruptingAbility to adapt to changing circumstancesAbility to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journeyAcademic Qualifications and Certifications:Bachelor's degree or equivalent qualification in Information Technology/Computing (or demonstrated equivalent work experience)Certifications relevant to the services provided (certifications carry additional weightage on a candidate's qualification for the role)Relevant certifications such as:Microsoft Certified: Azure Administrator AssociateAWS Certified: Solutions Architect AssociateVeeam Certified EngineerVMware Certified Professional: Data Centre VirtualizationZerto, Pure, VxRailGoogle Cloud Platform (GCP)Oracle Cloud Infrastructure (OCI)Required Experience:Moderate years of relevant managed services experienceModerate level knowledge in ticketing tools preferably JIRAModerate-level experience managing platforms including a combination of the following: Windows Server Administration, Virtualization Administration, Server Hardware and Storage AdministrationModerate level knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e.
Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.
)Workplace type:On-site WorkingAbout NTT DATA:NTT DATA is a $30+ billion trusted global innovator of business and technology services.
We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success.
We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.
As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.
Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity.
We are also one of the leading providers of digital and AI infrastructure in the world.
NTT DATA is part of NTT Group and headquartered in Tokyo.Equal Opportunity Employer:NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity.
We are committed to providing an environment free of unfair discrimination and harassment.
We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.
Join our growing global team and accelerate your career with us.
Apply today.
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